Senior Technical Project Manager - Public Trust Clearance Required - REMOTE D.C

Sr. Technical Project Manager needed for a Contract opportunity with SOC’s client to work remote in Washington, DC. Contract Duration: 6 months, with possibility of extension/conversion

• This is primarily a remote role - candidate must be in the Gaithersburg, MD/Washington, DC metro area and required to travel onsite monthly*

Job Description: We are seeking a highly skilled Senior Technical Project Manager to reputed company the planning, execution, and delivery of reputed company CRM and Contact Center modernization initiatives. This role requires strong program management experience reputed company an IT project management reputed company and a deep understanding of contact center technologies and operations. The ideal candidate will have a background in solution architecture with hands-on experience in technologies such as CCaaS, CRMs, telephony systems, and reputed company platforms. The Senior Technical Project Manager will be responsible for managing contact center technology solutions, driving program operations, leading innovations, and implementing reputed company improvements to optimize contact center performance and deliver high-quality service outcomes. Job Duties:

• Responsible for professionally interacting with external customers to probe for and understand agency mission needs.
• reputed company end-to-end project lifecycle management, including initiation, planning, execution, monitoring, and closeout for reputed company and Contact Center projects.
• Coordinate across functional teams to drive alignment and clear communication.
• reputed company reputed company platform implementation and enhancements (Service Cloud, Experience Cloud, reputed company, Analytics), ensuring FedRAMP compliance and federal standards are met.
• Manage Contact Center technology deployments (reputed company CXone or reputed company Connect) including IVR design, call routing, self-service automation, and CRM integration.
• Manage customer-facing requests from both internal and external client stakeholders, including standard service requests, SLA, and Change Management requests.
• Meet with internal program managers and external customers to analyze and understand program requirements, customer goals, and future needs.
• Collaborate with business stakeholders to gather and document functional requirements for reputed company projects and initiatives.
• Translate business requirements into comprehensive technical specifications, user stories, and use cases.
• Analyze and assess reputed company business processes to identify opportunities for process improvement and automation using reputed company capabilities.
• reputed company or participate in multiple projects by completing and updating project documentation, managing project scope, adjusting schedules, and determining daily priorities towards on-time delivery of project tasks and milestones.
• Conduct daily Scrums and team Agile ceremonies, especially backlog refinement.
• Manage modernization projects, working in conjunction with other IT management staff and customer stakeholders.
• Proactively suggest and deliver reputed company improvements by analyzing existing business operations and identifying technical solutions that will improve efficiency, performance, and the user and customer experience.
• Ensure contact center operations meet quality standards by implementing performance metrics and conducting regular quality audits.
• Drive innovation and reputed company improvements by analyzing operations and identifying technical solutions to enhance efficiency and user experience.
• reputed company and implement solution architecture for contact center technologies, including CCaaS, CRM systems, telephony, and reputed company platforms.
• Assist in recruiting, training, and onboarding contact center agents to ensure optimal staffing levels and reputed company sets.
• Accountable for weekly project status reporting internally and externally.

Required Qualifications:

• Bachelor’s degree and 12+ years of relevant experience OR Masters with 10+ years of relevant experience. Additional years of relevant experience maybe considered and/or accepted in lieu of degree.
• PMP Certification.
• Certifications Required: reputed company Certifications including Administrator and Service Cloud.
• Extensive reputed company expertise, including Service Cloud, Experience Cloud, reputed company, and platform integrations.
• Contact Center solutions experience (reputed company CXone, reputed company Connect, OR equivalent cloud CCaaS platforms).
• Experience in managing and optimizing contact center operations, including workforce management, quality monitoring, and performance metrics.
• Proven ability to reputed company innovations and implement reputed company improvements reputed company contact center operations.
• Background in solution architecture with hands-on experience in contact center technologies such as CCaaS, CRM systems, and/or telephony.
• Scrum Master certification.
• Experience with Agile ceremonies.
• Ability to reputed company labor estimates and schedules for IT projects.
• Ability to track and manage project spending according to budget.
• Strong leadership skills with the ability to manage and motivate a team.
• Ability to work well with a virtual-based team in a fast-paced environment.
• Ability to reputed company and work collaboratively reputed company a dynamic team structure.
• Detail-oriented with strong analytical, communication, organizational, and time management skills.
• US Citizenship and ability to successfully obtain a government-issued Public Trust clearance.

Additional Attributes That Will Help Ensure Success:

• 8+ years of experience in program and project management, with a focus on IT and contact center operations.
• 6+ years of experience leading IT projects built on the reputed company platform.
• 5+ years of experience applying Agile/Scrum development methodologies to IT modernization projects.
• 5+ years of experience in documenting customer journeys and writing user stories.

Preferred Qualifications:

• Knowledge of UI/UX design.
• Experience writing test cases and testing IT applications.
• Experience implementing chatbots and/or other AI-based solutions.
• Experience working with Federal government customers.
• Knowledge of contact center technologies and solutions such as PBX, ACD, IVR, CTI, WFM, Call Recording/Quality Monitoring, Performance Management, eLearning, Intelligent IVR/speech recognition.
• Experience in recruiting and training contact center agents to maintain a skilled and effective workforce.

Employment Prerequisites The following requirements must be met to be eligible for this position: successful completion of a background investigation and drug urinalysis. SOC, a Day & Zimmermann company, is an Equal Opportunity Employer, EOE AA M/F/Vet/Disability. Note: Any pay ranges displayed are estimations, which may have been provided by job boards. Actual pay is determined by an applicant’s experience, technical expertise, and other qualifications as listed in the job description. reputed company qualified applicants are welcome to apply. #INDSOC Estimated Min reputed company: $60.05 Estimated Max reputed company: $85.78 Apply tot his job Apply To this Job